Refund Policy
At Ralph Jacobs, every piece of jewellery is handled with the highest level of craftsmanship and care.
Because fine jewellery, gemstones, and custom designs are highly specialised and personal, our refund policy is designed to
maintain product integrity, fairness, and consumer confidence — while protecting against misuse of the return process.
Refund Eligibility and Time Frame
Refunds are available within 7 (seven) days from the date of delivery.
A Return Authorisation Number (RAN) is required before sending back any item. Returns received without prior authorisation will not be accepted.
Once received, our Quality Assurance Team will inspect the returned item to confirm it is unworn, unused, and undamaged;
that all original packaging, certificates, and documentation are present; and that any promotional or complimentary gift(s) are included.
If approved, a refund will be processed within approximately 15 business days from the date of inspection and confirmation.
Non-Refundable and Non-Returnable Items
The following items cannot be refunded or returned:
• Custom-designed or made-to-order jewellery.
• Engraved, resized, or altered items.
• Loose gemstones or diamonds that have been removed from sealed packaging, set in a mounting, or tampered with.
• Earrings or body jewellery, due to sanitary regulations.
• Gift cards, promotional items, or complimentary gifts.
• Items missing their original documentation, packaging, or certificates.
• Items returned without a valid Return Authorisation Number (RAN).
Comparative Purchasing
Comparative purchasing — the practice of buying multiple items with the intent of selecting one and returning the rest — is not permitted.
Ralph Jacobs reserves the right to refuse refunds or restrict future purchases if an order or pattern of orders falls within comparative purchasing behaviour.
Examples include ordering multiple loose gemstones to compare, or purchasing multiple jewellery pieces to keep only one.
Only one order will qualify for a refund within any 12-month period per customer or household; subsequent return requests may qualify only for exchange or repair.
Defective or Faulty Items
If an item is believed to be defective, please contact us immediately for assessment.
If the fault is confirmed to be manufacturing-related, Ralph Jacobs will refund, repair, or replace the item depending on the circumstances.
If damage results from wear and tear, misuse, or neglect, the item will not qualify for a refund but may qualify for a paid repair service.
1.5 Restocking and Service Fees
Ralph Jacobs may charge reasonable administrative or restoration fees, including:
• R1,500.00 for engraving removal or modification.
• A restocking fee for non-defective items returned within the refund period.
• Recovery fees for missing documentation, certificates, or packaging.
Refund Method
Refunds are made to the original method of payment only.
If payment was made by EFT or direct deposit, the refund will be processed to the same account used for payment. Refunds are not issued in cash.
After the Refund Period
After the 7-day refund period has expired, customers may still request an exchange or repair.
Refunds will not be granted beyond this period except in confirmed cases of manufacturing defects.
Return Procedure
2. Package the item securely with all documentation and insure it for transit.
3. Once received, the item will be inspected and you will be notified of the outcome and any applicable refund or charges.